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Charge 5 no longer turns on

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‎06-18-2023 15:16

‎06-18-2023 15:16

I've been having issues with my Charge 5 for the past two months.  Even when the battery was at more than 50% life, it would just randomly shut off, and only come back on when it was attached to its charger.  Last night, it shut off and so I tried the same fix, and now it will not turn on at all.  It does not respond to being put on the charger; no vibration, nothing.

I have followed all the steps in the forums and advice pages: I've cleaned the charger and the back of the device, I've tried the force reset button on the charger, I've tried plugging the charger into different power sources.  Nothing works.  It's just dead and unresponsive.

I did speak to an agent via the live chat function last night, and I've been told that I should expect an email as they were escalating the issue.  But I wasn't given a case number, or a timeline for that response, or any way to check back on the issue.  I'm putting this into the forum both as a way to document that this conversation took place, and in case others are having the same issue.

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26 REPLIES 26

‎06-21-2023 10:05

In response to goochyshoes

‎06-21-2023 10:05

That's great yours was still under warranty. Mine was not and so they offered me a 35% discount on another even though I've had mine less then 2 years despite the fact it seems to be like a wide source problem. Went I go to use the coupon it is only good on the full price of the items therfore since the charge was on sale I get about $10 off the sale price. Which is insulting. 

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‎06-21-2023 10:10

In response to Sarahbw4780

‎06-21-2023 10:10

That's awful - I feel like they should be doing more as it seems like almost everyone is having the issue at the same time. Almost seems like some sort of malware got into one of the updates and is affecting everyone's devices.  That should definitely be on them, whether under warranty or not. And if it is 35% discount out of warranty, then it should at least be off of the sale price, not the full price.  That doesn't seem like good customer service there, sorry that happened to you. 

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‎06-21-2023 19:10

In response to Linvil63

‎06-21-2023 19:10

Booo.. my tracker is dead again🥲 24  hours use and battery went down to 8% so I placed it on my cable charger. Last time I looked it waa 86%. Now it!s totally not functioning. The app indicated a fully charged battery however Bluetooth ia no longer connected. Tried to re start but failed. Also noticed that when i plug it now, the tracker is slightly hot!

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‎06-21-2023 20:02

‎06-21-2023 20:02

this is the second fitbit to do this. 

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‎06-23-2023 03:48

In response to JenElsie

‎06-23-2023 03:48

So update, they sent me a new one due to it being under warranty, I received it in the mail yesterday. Plugged it in and charged to 100% and paired it with my app.  Worked perfect, woke up this morning and it no longer will turn on. 

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‎06-23-2023 08:16

In response to JenElsie

‎06-23-2023 08:16

This makes me uneasy about the new one I just purchased. I think when it arrives I'll just return it and look into another product. Fitbit clearly hasn't acknowledged it even has an issue. This many devices with the same issue seems really strange!!! Especially when you say you get a brand new one and it did that! I have no faith in theor products anymore

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‎06-23-2023 08:36

In response to Sarahbw4780

‎06-23-2023 08:36

Honestly, they were great when they were a simple fitness tracker. Now that Google bought them out I feel like they are trying to compete with Apple Watch and they can't handle the more complicated system. 

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